Heather Ripalda
Surprise,AZ
Summary
Dedicated Workforce Management professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Workforce Manager
TriWest Healthcare Alliance
Phoenix , AZ
08.2019 - Current
- Foster relationships with operations to cultivate optimal service levels and quality.
- Liaise between multiple business divisions to improve communications between Workforce management and Operations.
- Provide resolution to complex and confidential issues.
- Prepare and present staffing models for up to 6000 agents with positive outcomes.
- Implementation and administration of key WFM tools to expand business and implement of new contracts.
- Work with executive leadership to advance business outcomes.
- Train and mentor team to achieve their workforce goals.
- Provide performance reviews annually.
Sr Workforce Analyst
TriWest Healthcare Alliance
Phoenix, AZ
01.2014 - 08.2019
- Started new workforce department in 2014 with new contract servicing two call centers and 200
- Assisted in developing and making determinations on processes that would affect overall function of call center.
- Self taught on NICE IEX, Verizon InContact
- Collaborated with team members and business partners to achieve target results.
- Served as subject matter expert for multiple WFM tools and call center platforms.
- Partnered with internal and external customers and vendors for migration and implementation of call delivery systems, changes and upgrades for workforce management tools.
- Forecasted and created strategic planning models for current and future business goals and expectations.
- Instrumental in bringing up additional nine call centers across multiple time zones with approximately 5000 agents.
- Assisted setup of Verizon InContact with inbound and outbound call centers with over 400 skills.
- Instrumental In changeover from InContact to Avaya due to contract change.
- Assisted build of outside Vendor call center to supplement company call center expanded to 6500 agents.
Workforce Planning Analyst
CVS Healthcare
Scottsdale , AZ
11.2006 - 01.2014
- Self taught on Aspect and Avaya CMS as was one of two original WFM employees.
- Collaborated with team members and business partners to achieve target results.
- Partnered with internal and external customers and vendors for migration and implementation of call delivery systems, changes and upgrades for workforce management tools.
Education
MBA -
Ottawa University
Ottawa, KS07.2018
Bachelor of Arts - Criminal Justice
Arizona State University
Tempe, AZ05.2011
Skills
- Critical Thinking
- NICE IEX, IEX Supervisor
- Verint WFM
- Aspect WFM, Empower, RTA
- Verizon InContact
- Avaya CMA, Call Recorder
- Mattersight Behavioral Analytics
- Problem-Solving
- Forecasting Employment Needs
- Workforce Improvements
- Workforce Planning
Timeline
Workforce Manager
TriWest Healthcare Alliance
08.2019 - Current
Sr Workforce Analyst
TriWest Healthcare Alliance
01.2014 - 08.2019
Workforce Planning Analyst
CVS Healthcare
11.2006 - 01.2014
MBA -
Ottawa University
Bachelor of Arts - Criminal Justice
Arizona State University
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